Marriott Hotels in Shenzhen

First off, there's no concierge service on the ground floor, so I had to drag my luggage up to the 43rd-floor lobby myself. The front desk staff wasn't even sure if the hotel provided free cribs. The biggest issue was the air conditioning breaking down in the middle of the night; my baby woke up hot and couldn't sleep properly, and I was hot too. Then, all the lights in the room suddenly turned on around 5 AM. By 8 or 9 AM, I noticed the room temperature was stuck between 26 and 26.5 degrees Celsius and wouldn't cool down. I called the front desk to have someone check it, and later they called back to say there was a problem with their main AC unit and it was under repair 🛠️. Not once did any staff member apologize. Also, the outside window had severe water stains that weren't cleaned, which really affected the view. Overall, this stay was a truly terrible experience. I feel the room rate is overpriced, and I won't be choosing Marriott again in the future.

I brought my four children to this hotel for a three-day relaxing trip to mark the end of their summer vacation. We drove for 4 hours from Chimelong, Guangzhou, to Dapeng Bay, Shenzhen, arriving around 6:15 PM. We had booked two rooms, one of which was a 'Supreme Seaview King Room - Full Seaview' on the 6th floor. However, upon checking in, I found that the 'seaview' was largely obscured by trees and foliage, with only small glimpses of the sea visible through gaps in the branches. It felt more like a 'courtyard seaview room' to me. I expressed my dissatisfaction to the hotel, but they initially insisted that it was indeed a 'Supreme Seaview' room, emphasizing that the 'full seaview' aspect referred to its direct orientation towards the sea, not necessarily how much of the sea you could actually see. After I made it clear I was very unhappy with their wordplay, they offered to show me slightly better views on the 7th floor of the same building or the 6th floor of an adjacent building for a possible room change. I waited for 30 minutes for a staff member to take me to view the alternative rooms. When they finally arrived, the elevator we were supposed to take was malfunctioning; it could only go down. After missing one elevator, we had to go to the ground floor to catch another one up to the 7th floor. Each floor only has two elevators, and the walk through the corridor to the room took 3-4 minutes each time. Once on the 7th floor, I was still not satisfied with the room. Thinking the hotel was at least trying to resolve the issue, I wanted to compare it with a room on the 6th floor of the other building to make a final decision among the three. However, the staff member told me they could only carry one key at a time to show rooms. This meant I would have to go back to my original room, wait for them to get another key, and then go through the whole process again. After waiting for a long time in my room, the front desk called again, reiterating that my current room was a 'Supreme Seaview' room, with the emphasis on 'full view' rather than 'seaview'. Seeing my continued disagreement, they then offered to upgrade me to another room on the same floor. I agreed and waited for the front desk's arrangements, but after another unknown period of waiting, the front desk called back again to explain that it was indeed a 'Supreme Seaview room' and that no upgrade rooms were available at that time. During all this, my four children were waiting hungry in the other room. The entire ordeal lasted until almost 8 PM. In over an hour, I had only seen one alternative room; the rest of the time was spent waiting for the hotel's response. The hotel's contingency plans for problem-solving were inadequate, and their proposed solutions kept changing. I continued to communicate until 8 PM, when the situation was finally ended with the statement, 'the hotel reserves the right of final interpretation.' Furthermore, during our three-day stay, the hotel never once followed up on our dissatisfaction or the unpleasantness caused by their delayed handling. I've always trusted the 'Marriott' brand, but this experience left me extremely disappointed.